CSA Customer Needs Assessment & Discovery Flashcards
6 cards from real CSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 CSA Customer Needs Assessment & Discovery flashcards as text
Which discovery technique involves asking open-ended questions to uncover a prospect's underlying business challenges?
Answer: SPIN Selling
SPIN Selling uses Situation, Problem, Implication, and Need-Payoff questions to uncover a prospect's true business challenges.
During a needs assessment, a prospect says 'We struggle with slow response times.' What type of need is this?
Answer: Explicit need
An explicit need is one the prospect has clearly stated themselves, as opposed to a latent or implied need the salesperson must uncover.
What is the primary purpose of active listening during a discovery call?
Answer: To fully understand the prospect's situation before proposing solutions
Active listening ensures the salesperson fully understands the prospect's pain points and context before recommending any solution.
Which question type is MOST effective for understanding the impact of a prospect's problem?
Answer: Implication questions
Implication questions explore the consequences of the problem, helping the prospect recognize its severity and urgency.
A salesperson asks, 'How many support tickets does your team handle per week?' This is an example of which question type?
Answer: Situation question
Situation questions gather factual background information about the prospect's current environment and processes.
What does 'buyer persona' refer to in the context of customer needs assessment?
Answer: A semi-fictional profile of an ideal customer based on research and data
A buyer persona is a research-based profile representing an ideal customer, used to tailor discovery questions and messaging.